evil bank

I have a loan,credit card and insurance policy with capitec. I have been paying capitec bank ever since I took this loan and never reversed any on their debit order. today in the morning my aunt passed on and she is not covered I called capitec bank to ask them to reverse my debit order of my loan as I need the money to transport the corpse to venda and it is expensive. I spoke to kelebogile from collection department and she told me that I have to make an arrangement prior in order for them not to debit like how stupid is that I didn't plan that my aunt should die today and she reffered the call to the team leader Nolufefe she told me the same thing and she also said she cant reverse a debit order because they didn't take any extra amount, like I know that they didn't take any extra amount. I understand capitec policy, terms and conditions I am a loyal customer of capitec bank I have been paying without skipping today I have an emergency and am stuck with a dead body that need to go to venda as soon as possible. I told nolufefe that they must double debit on February and she still refused like how inhuman is that that is being evil, capitec don't empathise with client I want them to reverse my debit order and take double on the 25 February is that too much to ask on a customer that is loyal with them. Nolufefe the team leader promised to call me back its been 4 hours am still waiting for the call because she said she will talk to her manager. I will never recommend capitec to anyone because they are so eveil and all they care about is them getting money. I am tying this with tears on my eyes because I am stuck with the dead body and I don't know what to do please help me.